Cancellation Policy
General Cancellation Principle
Eden Tours operates as a booking agent and intermediary. Cancellation terms, deadlines, and any applicable charges depend primarily on the cancellation rules of the third-party operator, supplier, hotel, airline, transport provider, or activity provider involved in your booking. Eden Tours will clearly communicate the applicable cancellation terms for your specific booking at the time of confirmation, and will assist you in processing any cancellation request in good faith.
How to Cancel a Booking
To cancel a confirmed booking, please contact Eden Tours as early as possible by email at contact@edentours.ai or phone at 0992 149 0923 during office hours (Monday to Saturday, 8:00 AM to 7:00 PM Philippine Time). You may be asked to provide the booking name, booking reference or confirmation details, travel date, and the service booked. The date and time we receive your cancellation request is used to determine the applicable cancellation terms.
Standard Cancellation Timeframes
Unless a different rule is stated for your specific booking or by the relevant supplier, the following general guidance applies to many tour, activity, and transfer services:
- Cancellations made well in advance of the travel date are more likely to qualify for a full or partial refund, subject to the supplier's policy. - Cancellations made close to the travel date (for example, within 48 hours) may be subject to partial charges. - Cancellations made very close to the travel date (for example, within 24 hours) or after the service start time may be non-refundable. - No-shows, where a guest does not arrive at the confirmed meeting point, pickup point, or activity area, are generally treated as fully charged and non-refundable.
The exact timeframes and charges for your booking depend on the specific service and supplier, and will be confirmed to you at the time of booking. Some services, promotional rates, peak-season bookings, and certain suppliers may be non-refundable or have stricter cancellation terms.
Supplier and Operator Cancellation Terms
Some bookings may be non-refundable, partially refundable, or refundable only under certain conditions depending on the third-party supplier's rules. Where a supplier applies its own cancellation deadlines or charges, those terms will apply to your booking in addition to this policy. Eden Tours will communicate the applicable supplier terms when available.
Weather, Sea Conditions, and Safety Cancellations
Island hopping, boat transfers, water activities, and other outdoor or sea-based services are weather-dependent. If a service is cancelled or delayed by the operator or a relevant authority due to weather, sea conditions, safety decisions, coast guard rules, or local authority instructions, this is not treated as a guest-initiated cancellation. In such cases, Eden Tours will help coordinate the available options based on the supplier's policy, which may include rescheduling or refund processing.
Rescheduling and Transfers
In many cases, rescheduling a booking to a different date, or transferring it to a different service or a different guest, may be possible instead of cancelling. Rescheduling and transfers are subject to availability and to the relevant supplier's or property owner's approval, and any applicable difference in price or supplier charge. Please contact Eden Tours as early as possible to discuss rescheduling or transfer options.
Cancellation and Processing Fees
Cancellations may be subject to supplier deductions, payment processing fees, administrative fees, or Eden service fees, only if applicable and disclosed. Any refund arising from a cancellation is handled in line with our Refund Policy.
For any cancellation concern, please contact us at contact@edentours.ai.
